Remote Help Desk Agent - Non-Store Support (NSS)

Required Skills & Experience

• 1+ year of call center or technical support/help desk experience
• Experience with a ticketing system
• Ability to fully commit to the mandatory 3-week training period (Monday through Friday, 7:00 AM to 4:00 PM CST)

Nice to Have Skills & Experience

• ServiceNow ticketing experience
• Prior remote experience
• Bilingual (Spanish-speaking)
• Night/Overnight Shift preference

Job Description

One of Insight Global's Fortune 500 clients is seeking Remote Help Desk Agents to provide 24/7 technical support to non-retail corporate associates. This Help Desk operates around the clock, and candidates must be available to work any assigned 8-hour shift, any 5 days out of 7, including days, evenings, overnights, weekends, and holidays. In this role, agents will serve as the first point of contact for associates experiencing technical issues and will troubleshoot and resolve problems related to Windows operating systems, Microsoft Office products, VMware environments, and hardware including desktops, laptops, tablets, and Macs. Agents will utilize ServiceNow to document incidents, track tickets, resolve issues, and escalate more complex problems as needed. This individual will work in a fast-paced, call center environment and will be measured on key performance metrics including talk time, calls resolved, adherence, quality scores, and overall productivity. Successful candidates will have strong customer service and communication skills, previous technical support or call center experience, and the ability to support users with varying levels of technical expertise. The hourly pay rate for this position is $19.00.